Service Science

ISBN-10: 0470525886
ISBN-13: 9780470525883
Edition: 2011
Authors: Mark S. Daskin
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Description: This book addresses the many important problems in service operations management, which can be analyzed using two core methodologies: optimization and queueing theory (including numerical simulation of queues).After an introductory chapter on  More...

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Book details

List price: $158.00
Copyright year: 2011
Publisher: John Wiley & Sons, Incorporated
Publication date: 12/14/2010
Binding: Hardcover
Pages: 628
Size: 6.00" wide x 9.00" long x 1.00" tall
Weight: 2.244
Language: English

This book addresses the many important problems in service operations management, which can be analyzed using two core methodologies: optimization and queueing theory (including numerical simulation of queues).After an introductory chapter on services, Chapter 2 provides a summary of optimization, and Chapter 3 discusses queueing theory. In addition to these two methodologically-based chapters, the book includes a lengthy review of probability (as an appendix).Chapters 4 through 11 present specific topics within service operations management, including location modeling, assignment problems, short and long-term workforce management, applications of queueing theory (particularly to call center design), inventory models, vehicle routing, pricing, and auctions.Chapter 12 provides a summary chapter that also outlines steps to utilize the disucssed concepts and methods in practive. The author's own SITATION software is utilized throughout the book in addition to a program that numerically solves time-dependent queueing problems. SITATION is a program that was originally included with the author's prior book, Network and Discrete Location: Models, Algorithms, and Applications. This software has been significantly updated over the years and has been rewritten from a DOS-based version to a version that operates under Windows.A Powerpoint overview of SITATION as well as a user-guide are included on the book's related web site.Chapter coverage includes: optimization; queueing theory; location models; assignment problems; short-term and long-term workforce scheduling; applications of queueing in services; inventory models; vehicle routing and services; pricing problems and combinatorial auctions for services; and an overview of probability.

List of Figures
List of Tables
Preface
Acknowledgments
Why Study Services?
What Are Services?
Services as a Percent of the Economy
Public versus Private Service Delivery
Why Model Services?
Key Service Decisions
Philosophy about Models
Outline of the Book
Problems
References
Methodological Foundations
Optimization
Introduction
Five Key Elements of Optimization
Taxonomy of Optimization Models
You Probably Have Seen One Already
Linear Programming
Special Network Form
Integer Problems
Multiple Objective Problems
Mark's Ten Rules of Formulating Problems
Problems
References
Queueing Theory
Introduction
What Is Queueing Theory?
Key Performance Metrics for Queues and Little's Law
A Framework for Markovian Queues
Key Results for Non-Markovian Queues
Solving Queueing Models Numerically
When Conditions Change Over Time
Conclusions
Problems
References
Application Areas
Location and Districting Problems in Services
Example Applications
Taxonomy of Location Problems
Covering Problems
Median Problems-Minimizing the Demand-Weighted Average Distance
Multi-Objective Models
Districting Problems
Franchise Location Problems
Summary and Software
Problems
References
Inventory Decisions in Services
Why Is Inventory in a Service Modeling Book?
EOQ-A Basic Inventory Model
Extensions of the EOQ Model
Time-Varying Demand
Uncertain Demand and Lead Times
Newsvendor Problem and Applications
Summary
Problems
References
Resource Allocation Problems and Decisions in Services
Example Resource Allocation Problems
How to Formulate an Assignment or Resource Allocation Problem
Infeasible Solutions
Assigning Students to Freshman Seminars
Assigning Students to Intersession Courses
Improving the Assignment of Zip Codes to Congressional Districts
Summary
Problems
References
Short-Term Workforce Scheduling
Overview of Scheduling
Simple Model
Extensions of the Simple Model
More Difficult Extensions
Linking Scheduling to Service
Time-Dependent Queueing Analyzer
Assigning Specific Employees to Shifts
Summary
Problems
References
Long-Term Workforce Planning
Why Is Long-Term Workforce Planning an Issue?
Basic Model
Grouping of Skills
Planning over Time
Linking to Project Scheduling
Linking to Personnel Training and Planning in General
Simple Model of Training
Summary
Problems
References
Priority Services, Call Center Design, and Customer Scheduling
Examples
Priority Queueing for Emergency and Other Services
Call Center Design
Scheduling in Services
Summary
Problems
References
Vehicle Routing and Services
Example Routing Problems
Classification of Routing Problems
Arc Routing
The Traveling Salesman Problem
Vehicle Routing Problems
Summary
Problems
References
Where to from Here?
Introduction
Other Methodologies
Other Applications in Services
Summary
References
Index

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